Patient satisfaction with healthcare services: A critical review

Yann B. Ferrand, Jennifer Siemens, Danny Weathers, Lawrence D. Fredendall, Yunsik Choi, Ronald G. Pirrallo, Matthew Bitner

Research output: Contribution to journalReview article

Abstract

As healthcare systems shift from fee-for-service to alternate payment models, and consumers gain access to more healthcare options, patient satisfaction is becoming increasingly important for the financial performance of healthcare providers and for patient well-being. However, patient satisfaction is a complex construct. To assist researchers and practitioners, the authors provide a critical review of articles published in the Quality Management Journal (QMJ) on the topic of patient satisfaction. The authors employ Golder, Mitra, and Moorman's (2012) seminal integrative framework of quality as a lens through which to evaluate the studies' contributions and shortcomings. They find that prior QMJ research has focused on patient satisfaction from the perspective of the healthcare delivery system. However, less attention has been given to: 1) understanding patients' perceptions of their experiences and how these perceptions affect satisfaction and perceived quality, and 2) identifying patients' expectations of what attributes should be provided during healthcare services. Consequently, widely used measures of satisfaction, including the Consumer Assessment of Healthcare Providers and Systems surveys, may be inadequate. The authors' review provides direction for researchers in developing a more comprehensive research agenda for understanding patient satisfaction.

Original languageEnglish (US)
Pages (from-to)6-22
Number of pages17
JournalQuality Management Journal
Volume23
Issue number4
DOIs
StatePublished - Jan 1 2016
Externally publishedYes

Fingerprint

Patient satisfaction
Health care services
Healthcare
Quality management
Financial performance
Fees
Well-being
Patient perceptions
Perceived quality
Research agenda
Health care system
Payment

Keywords

  • Healthcare industry
  • Patient satisfaction measurement
  • Quality practices

ASJC Scopus subject areas

  • Business, Management and Accounting(all)

Cite this

Ferrand, Y. B., Siemens, J., Weathers, D., Fredendall, L. D., Choi, Y., Pirrallo, R. G., & Bitner, M. (2016). Patient satisfaction with healthcare services: A critical review. Quality Management Journal, 23(4), 6-22. https://doi.org/10.1080/10686967.2016.11918486

Patient satisfaction with healthcare services : A critical review. / Ferrand, Yann B.; Siemens, Jennifer; Weathers, Danny; Fredendall, Lawrence D.; Choi, Yunsik; Pirrallo, Ronald G.; Bitner, Matthew.

In: Quality Management Journal, Vol. 23, No. 4, 01.01.2016, p. 6-22.

Research output: Contribution to journalReview article

Ferrand, YB, Siemens, J, Weathers, D, Fredendall, LD, Choi, Y, Pirrallo, RG & Bitner, M 2016, 'Patient satisfaction with healthcare services: A critical review', Quality Management Journal, vol. 23, no. 4, pp. 6-22. https://doi.org/10.1080/10686967.2016.11918486
Ferrand YB, Siemens J, Weathers D, Fredendall LD, Choi Y, Pirrallo RG et al. Patient satisfaction with healthcare services: A critical review. Quality Management Journal. 2016 Jan 1;23(4):6-22. https://doi.org/10.1080/10686967.2016.11918486
Ferrand, Yann B. ; Siemens, Jennifer ; Weathers, Danny ; Fredendall, Lawrence D. ; Choi, Yunsik ; Pirrallo, Ronald G. ; Bitner, Matthew. / Patient satisfaction with healthcare services : A critical review. In: Quality Management Journal. 2016 ; Vol. 23, No. 4. pp. 6-22.
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